IT Service Specialist II

Requisition #: 20389
Functional Area: Information Technology; Client Service
Employment Type: Full-Time
Work Options: In Office at Location Specified Above #LI-Onsite
Work Hours: 8:00 am - 4:30 pm

Position Summary

The purpose of this position is to install, maintain, and support end-user hardware and software on computers and computer-related equipment. The associate will use multiple communication channels and tools to provide best-in-class service to all JJKA associates and contractors, both on-premise and remote.

IT Service Specialist I will focus on front-line (Tier I) support for end users, such as password resets, remote logins, connectivity, licensing, imaging/computer set-up, upgrades/patching, basic troubleshooting and support, and more. Incidences that are not resolvable are escalated to Tier II support.

IT Service Specialist II will focus on tasks/issues of intermediate to high complexity, such as escalated issues from Tier I, automation of processes/recurring tasks, error log analysis, security audits/controls, equipment purchasing/inventory/disposal, and more. Incidences that are not resolvable are escalated to Tier III support. At this level, associates spend a portion of time on project work and are able to administer at least 50% of the supported systems.

Job Responsibilities

• Provides front-line support to associates and contractors for all computer and software issues reported via phone, e-mail, Teams, IM, etc. Resolves issues based on internal service level standards.
• Escalates unresolved issues to the next level support team or appropriate support areas as necessary.
• Documents all support call issues within tracking software.
• Installs software patches/upgrades. Assists with testing patches before roll-out.
• Processes computer access requests for networks and applications based upon standard guidelines and authorization criteria.
• Prepares equipment for end users including imaging, application installation, initial testing.
• If working on-site, facilitates shipping of equipment to remote workers and installs/sets-up equipment for on-premise workers.
• Maintains accurate inventory records.
• Abides by all corporate data security policies and participates in security audits.
• Assists with application testing, routine application maintenance, and database updates.

IT Service Specialist II - Additional Responsibilities:

• Provides Tier 2 support for escalated issues.
• Provides mentorship, assistance and training to other team members as needed.
• Creates and maintains support and training documentation, and knowledgebase articles.
• Analyzes and communicates support trends and makes recommendations. Develops and implements action plans to remedy problem areas.
• Participates in data security audits and assists with implementing/monitoring security controls.
• Performs administration on at least 50% of supported systems.
• Performs project work as assigned to investigate new/changing technologies or issues.

Qualifications

Experience:

• IT Service Specialist I: prior experience in a Microsoft Windows user support role providing hardware and software support. Mac experience a plus.
• IT Service Specialist II: 2+ years' experience in a Microsoft Windows user support role providing hardware and software support, Microsoft 365, Active Directory and Mac computer support. Demonstrated ability to support at least 50% of support systems.

Education:

• Associate's Degree in computer science or a technology-related field.
• In lieu of Degree, may consider 2 additional years of directly related experience.
• A+ Certification desired.

Computer Skills:

• Must be proficient in the use of a PC, Mac and MS Office Suite, including intermediate to advanced functions.
• Technical knowledge of PC and Mac operating systems, web-based programs and internet browsers.
• Basic knowledge of networking and relationship databases.
• Technical knowledge of software installations.

Other Skills/Qualifications:

• Excellent customer service skills.
• Strong analytical and problem-solving skills.
• Good verbal and written communication skills.
• Ability to handle multiple tasks simultaneously.
• Good time-management and prioritization skills.

IT Service Specialist II & III Additional Requirements:

• Ability to perform project work, including leading projects either independently or in a team setting.
• Ability to mentor and train others.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.

Requires moderate to frequent lifting and moving of IT equipment up to 40 lbs.

We Protect People & The Businesses They Run™

Every associate at J. J. Keller makes a difference by creating safer, more respectful workplaces. Whether serving our customers directly with expertise in safety and regulatory compliance or supporting the business with specialized skills, together we contribute to better workplaces for people across North America.

J. J. Keller History: November 1, 2023, marked 70 years of business for J. J. Keller & Associates, Inc. Click HERE to take a tour through three generations of this family-owned business - from our founding as a one-man consulting firm through decades of delivering on our purpose of protecting people and the businesses they run.

J. J. Keller Career Stories: Click HERE to hear from our associates about what they have to say about life as an associate at J. J. Keller.

J. J. Keller Earns 8th Great Place to Work Certification™: Click HERE to find out what makes J. J. Keller great.

J. J. Keller Certified as a Top 100 Most Loved Workplace® in America: Click HERE to find out why our associates LOVE working at J. J. Keller.

2024 Top Company for Women to Work for in Transportation: Click HERE to learn more about this prestigious recognition.

If you experience system-related issues or need assistance with the online application, please call (920) 720-7700.

Professional Referral Program: Not the right role for you, but know someone who could be a great fit? Click HERE to refer them to us through our Professional Referral Programand you will earn a cash payment if your referral is hired.

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Nearest Major Market: Oshkosh
Nearest Secondary Market: Appleton
Job Segment: Testing, R&D, Compliance, Computer Science, Database, Technology, Research, Legal

Client-provided location(s): Neenah, WI

Job ID: JJ_Keller-1349755100

Employment Type: FULL_TIME

Posted: 2025-12-16T18:29:39